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Team Management

Manage teams within your CallCoach organisation.

Accessing: Click the Team Management tile on the Configuration page.

Team List

This page lists all teams within your organisation. Use the Show Inactive Teams toggle at the top of the page to include or exclude inactive teams from the list view.

Adding a New Team

  1. Click the Add New Team button
  2. Fill in the form:
    • Team Name — the name of the team (e.g., "Sales Team A", "Support Tier 1")
    • Team Lead Email — the email address of the person leading this team (used for report distribution and notifications)
    • Send CallCoach reports to agents — this toggle is only active if the global "Send to Individual Agents" setting in General Settings is set to "Team specific"
    • Active — determines if the team is currently active
  3. Click Submit to save and return to the list, or Submit and Add Another to save and add another team

Editing a Team

Click the edit icon (pencil) next to a team in the list. This opens the same form as adding a new team, pre-filled with the existing team's details.

Activating / Deactivating a Team

Next to each team, there's a button to toggle its active status (tick icon to activate, cross icon to deactivate). Deactivating a team means it won't be considered in current reporting or new call assignments, but its historical data is preserved.

Common Questions

What is the purpose of the Team Lead Email?

The Team Lead Email is used for sending team-specific reports and notifications. Ensure this email is accurate and belongs to the current leader of that team.

What happens when I deactivate a team?

Deactivating a team removes it from active consideration in CallCoach (agents can't be assigned to it, it may not appear in current performance dashboards). Historical data is preserved. Agents previously in that team may need to be reassigned.

Can I delete a team?

The interface provides options to activate/deactivate teams rather than permanently deleting them, to maintain historical data integrity. If you need a team permanently removed, contact your CallCoach administrator or Icana.AI support.

See Also